Hi, I moved house last week, and at the same time upgraded my internet from 100 meg to 200. It all worked fine for a few days, but now I'm getting very severe packet loss (30% at times), and fluctuating speeds between 160 meg and zero. Yes, zero! I've just spent an hour on the phone to our bretherens, who tried to tell me that I had too many devices connected, and I need to change the layout of my furniture. I tried to request and engineer visit, but of course that didn't happen.
He told me to do a factory reset of the router,and of course I got 200 meg wired at the time, so he said everything was fixed. Of course five minutes later it was back to normal. This fluctuation occurs on every device, (PC, laptop, phone, tablet), and all connection methods, (wired, 2.4G, 5G)
I'm in a detatched house and quite far from the neighbour, and I've tried moving the router etc. What do I need to do to get an engineer to check power signals at the box etc?
Have you checked the 'Check Service Status' at the top of the page ?
If nothing is showing try phoning 0800 561 0061, this will tell you of more local issues that may be affecting the area. Be aware that it isn't a manned line.
Go round all the accessible co-ax connections and ensure that they are finger tight.
If everything above is OK we need do some troubleshooting; to start with …
Can you set up a Broadband Quality Monitor (BQM) atthinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you can post the link straight away.
Post a link to your BQM on here.
Instructions for posting BQM Link
Under your BQM graph are two links in red.
Click the lower link (Share Live Graph) then click generate.
Copy the text in the Direct Link box, beware, there may be more text than you can see.
On here click the Link icon (2 links chain to the left of the camera icon)
In the URL box paste the link you copied and then click OK - you can post the link straight away.
Can you please
Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter.
When the page appears DO NOT LOG IN but click ‘Check Router Status’.
Copy and paste the contents of the Downstream, Upstream and Network Log tabs onto here, if you get a yellow warning click the Post button again.
You have a lot of Post RS Errors especially on Channel 23 and the RxMER (db) is a bit low on that channel.
Can you switch the Hub off for 5 minutes using the switch on the rear of the Hub then switch back on to see if the Post RS Errors go to zero, if they do keep an eye on them for a few hours, the lower the count the better.
Thanks Mike. I could tell from the speeds rising and falling constantly that there was an issue. The engineer who came out (although I requested self install) changed the router without saying, so he obviously saw an issue too.